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Alexandros Papaioannou
Looking for a jobCustomer & Technical Support Lead
Customer & Technical Support Lead building end-to-end L2 support, QA programs, and self-service for DTC hardware and eSIM products.
GreeceCustomer & Technical Support Lead at Naya BV
About
Customer and technical support professional with 5+ years across contact-centre support, global eSIM and travel tech, and DTC hardware. Progressed from frontline
advisor to L2 technical support, then quality assurance, and now support lead, building depth at every level of the support organisation. Pairs hands-on technical
troubleshooting and escalation management with the systems behind good support: QA programme design and agent coaching, SOPs, knowledge bases, and returns
and warranty workflows. Works fluently across phone, email, chat, social, and video, with strong command of Gorgias, Zendesk, and Shopify. Native Greek, fluent
English.
Experience
Customer & Technical Support Lead
Promoted to lead customer and technical support, managing one agent and clearing support backlog from ~500 to zero tickets. Reduced first response time by 58% and maintained CSAT at 84%.
GorgiasZendeskShopifySOP DevelopmentEscalation ManagementWarranty
Senior Customer Support Specialist
Handled inbound email support for DTC storefront, built returns workflow from scratch, and supported community management on technical cases.
GorgiasShopifyReturns ManagementDiscord
Performance Experience Senior Specialist
Served as QA Lead-Coordinator, driving cross-functional QA initiatives and owning Greek-language quality. Handled social media tickets and collaborated across departments.
Education
Staffordshire University
Master of Science in Sports Broadcast Journalism from Staffordshire University in 2019.
Master of Science in Sports Broadcast Journalism from Staffordshire University in 2019.
Democritus University of Thrace
Bachelor of Science in Political Science from Democritus University of Thrace in 2018.
Bachelor of Science in Political Science from Democritus University of Thrace in 2018.